Experience a culture of energy and innovation
So what do people love about working for ING DIRECT? Put simply, it's our award-winning culture. Without being entrenched in history or ruled by tradition, we've been able to build a vibrant workplace ourselves, from the ground up.
Our culture is both our foundation and our support system. It's what brings us together and sets us apart. And so as we grow, so does our culture - evolving to nurture and invigorate new and diverse people.
At ING DIRECT we also believe in transparency. That means being open, honest and direct with all our customers and employees alike.
In keeping with our bold, corporate spirit, our workplace is physically inspiring and energetic. Our open-plan offices are fun, colourful and have plenty of natural light.
ING DIRECT is fresh, innovative and different from the rest. Don't take our word for it, hear what our own people have to say.
Our values bring us together
Become a customer care specialist
A customer care specialist is the first point of contact for all of our customers. Your duties would include:
Managing inbound inquiries from new clients
Managing existing client, broker & advisor calls and call-backs
Conducting welcome calls and surveys with new clients
Liaising with other departments to follow up client queries
Check out the great benefits
Experience a dynamic, fast paced and high performance environment
Enjoy being part of a fun and professional team that thrive on delivering exceptional customer service
Opportunity to earn quarterly performance bonuses as well as team recognition awards
Learn, grow and succeed - with extensive training across all our products, processes and systems
You'll receive all the training you need
Induction training is an interactive two and a half week program involving:
Module based classroom and pc interactions
Contact centre visits and double jacking (listen-in) sessions
This will then be followed by a two-week mentor program and regular catch-ups with your team leader.
There's plenty of opportunities to progress
One of the great benefits of working in our contact centre is that the more skills you acquire, the more money you can potentially earn.
From a direct associate role you could move up into a senior customer care specialist, team teader or contact centre support role.
If you would like to expand your career even further, we actively support internal promotions and progression anywhere within the company after 12 months in the direct associate role.
Our operating hours
Our contact centre has approximately 200 customer care specialists working across two sites:
Currently operates between the hours of 8:00am and 8:00pm working on a rotating roster. Standard shift: 7.25 hours, monday to friday
Tuggerah (Central Coast NSW)
24 hours working on rotating roster between the hours of 6:00am and 11:00pm. Standard shift: 7.25 hours, 7 days. We are currently reviewing our working hours to include more flexible arrangements.
ING DIRECT was recently awarded 'best contact centre in the financial services sector in Australia', by evaluation company global reviews
ING DIRECT also came in second, when measured by global reviews against contact centres in all industries, including travel, education and insurance.
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Strategy and delivery
Management's support of our teams in these challenging fields is second-to-none. Our people are encouraged to achieve their career and personal goals, and with a rapidly growing group there are plenty of opportunities for career growth.
While we're all committed to working hard, we never forget to balance our time with a bit of fun. Participation in our staff-initiated IT fun club is highly encouraged. Whether you're an application developer (.net, java, cobol), team manager, unix & wintel support analyst, business analyst, project manager or networks engineer (to name just a few of our roles), the ping-pong table is always open for a challenge.
Beyond skill sets, we assess potential employees on their ability to fit-in with our positive and dynamic culture. Our IT people are highly skilled, self-driven and flexible team players who genuinely enjoy working together in a fresh and challenging environment.
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ING DIRECT is a great place to grow and challenge your sales career. It's a very exciting and fast-paced area of our business. Our sales division has four mortgage distribution channels; commercial property, direct mortgage sales, broker sales and mortgage managers, with plenty of opportunities to progress in each.
With a high performance culture, our sales team has a vibrant spirit that likes to work hard and play hard. Our passion for sales is rewarded with competitive commissions and recognised with regular team celebrations, to savour our outstanding achievements.
If you're just starting your sales career, working within the Direct mortgage team is the perfect training ground. Here you have the freedom to set your sights high and be well rewarded for your efforts. You will learn the art of building trust and rapport, while helping people make one of the biggest financial decisions in their lives.
Once you've mastered frontline sales, you then have the opportunity to progress into a more senior sales role. Our business development managers enjoy the challenge of driving sales through strong relationship building with our many mortgage brokers and mortgage managers.
In sales at ING DIRECT you will have the opportunity to be heard, share your opinions, be yourself and make a real difference to the success of your team. A career in sales at ING DIRECT is challenging, empowering and refreshingly different.
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The operations area of ING DIRECT is a great place to learn and develop your career, with a large variety of roles to aspire to. Our operations team makes a significant contribution to the successful delivery of business outcomes, either through business-as-usual activities or significant new and exciting projects.
As a customer-focused organisation, our talented people take their service obligations seriously. This means we are always looking at new and innovative ways to support our internal and external customers by doing things better.
At all times we strive to be leaders in deposit and mortgage related services, through the delivery of exceptional customer service. This commitment and passion has been recognised throughout the industry with ING DIRECT receiving the highest AC neilson customer satisfaction ratings for owner-occupied housing loans several times in recent years. Other accolades include achieving second place in the mortgage processing and net promoter score surveys as well.
These excellent results are a reflection on the positive and dynamic culture at ING DIRECT. Here you can work with a friendly group of people who share common values and genuinely enjoy coming to work. Feel energised and stimulated, and relish the benefits of a rewarding career with operations at ING DIRECT.
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At ING DIRECT, we have a broad range of support areas that come under our specialist area. Many of these fields are currently experiencing exciting growth, presenting a great opportunity to grow your career with us. Our specialist area consists of the following support areas:
Learning and organisational development
HR services including payroll, OHS and remuneration
HR consulting including performance management and international assignment management
Branding and communications
New product development
Credit risk systems
Credit risk policy
Chief financial office
Legal and compliance
IT and operational auditors
Business risk analysts
At ING DIRECT, we assess our potential employees not only on their skill sets but also against our corporate values. These values are a reflection of our fresh, progressive and dynamic culture and key to building on our achievements.
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